Return & Refund

Return & Refund Policy

Your right to return — clear, fair and fully in line with EU consumer law. Here's everything you need to know before sending something back.

Overview

14-day right of withdrawal
Return shipping paid by the customer
No restocking fee

14-Day Right of Withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period is 14 days from the day on which you — or a third party named by you, other than the carrier — take possession of the goods.

To exercise your right of withdrawal, you must inform us of your decision by a clear statement (e.g. an email):
SentByHeaven — Paul Welther, Siebenbürgenstraße 20, 74321 Bietigheim-Bissingen, info@sentbyheaven.de. You may use our withdrawal form, but it is not required.

Condition of the Goods

You are welcome to try items on as you would in a store. If an item shows signs of use beyond trying it on, we may reduce your refund to reflect the diminished value.

Please return items unworn and unused, with original tags and packaging where possible. You are only liable for any diminished value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning.

Return Shipping

You bear the direct cost of returning the goods. Please contact us at info@sentbyheaven.de before sending your return, and send all returns to:

Paul Welther
Siebenbürgenstraße 20
74321 Bietigheim-Bissingen, Germany

Exceptions

The right of withdrawal does not apply to:

Custom-made or personalized products.
Sealed goods that are not suitable for return for health or hygiene reasons, if they were unsealed after delivery.

Refunds

We will refund all payments received from you, including standard delivery costs, within 14 days of being informed of your withdrawal. We may withhold the refund until we have received the goods back, or until you have supplied proof of return — whichever is earlier. Refunds are issued to your original payment method.

Exchanges

The fastest way to get a different size or item is to return the original and place a new order once your return has been accepted.

Damages & Issues

Please inspect your order on arrival and contact us immediately if the item is defective, damaged or incorrect. We will evaluate the issue and make it right.

Last updated — June 2026

Frequently Asked

Everything you need to know.

Is shipping free?

Free shipping within Germany on orders above €80. Below that a small flat fee applies depending on destination.

How long will it take for my order to ship and arrive?

Order handling (processing) usually takes 1-3 working days.
Shipping time is typically 5-15 working days for most countries. Some remote or less accessible areas may take longer.
If your order hasn’t arrived within 30 days, you can request a refund

How do I choose the right size?

Our pieces run true to size. Want that oversized streetwear look? Go one size up. Prefer something more fitted? Size down. Check our size chart for exact measurements before you order.

How much does shipping cost?

Shipping costs vary depending on your country (sometimes ~5-9 Euros depending on your location). We aim to keep this as fair and transparent as possible.

Can I exchange or return items?

Yes. You have 14 days from receipt to return your order. Items must be unworn and returned with the original tag attached.

Return shipping costs are the responsibility of the customer. This helps us encourage mindful consumption, reduce unnecessary returns, and support a more sustainable approach to fashion.

How do I take care of my pieces?

Wash inside out at 30°, no tumble drying and no fabric softener. This keeps the print clean and the fabric like new.